Job Description

Customer Retention Specialist

For more than three decades, Crown Castle has led the way in shared communications infrastructure, delivering profitable solutions by connecting communities, businesses, and people, and enabling each to thrive with reliable access to voice and data in more places, faster than ever before. When you join Crown Castle, you become part of a dynamic team of passionate and collaborative professionals engaging in complex challenges and contributing to projects that shape the future of life and work.

Although you will be hired as a Crown Castle employee, your employment and the responsibilities associated with this job likely will transition to an acquiring company in the future.

Responsible for the day-to-day management of customer account analysis and relationships in an effort to minimize contractual variances as it relates to financial obligations of agreements/contracts. Act as liaison between the customer and Crown Castle for resolution of contract issues and disputes while delivering superior customer service to strengthen relationships.

Responsibilities:

• Compile and analyze revenue streams and contract terms in conjunction with accounts receivable balances in order to prioritize issues and identify trends.
• Analyze multiple data points to categorize issue drivers, complete trend analysis, identify changes in revenue, and mitigate financial risk.
• Utilize experience and judgment to develop action plans to resolve contractual variances within definitive time periods to ensure revenue and account balances are recorded accurately.
• Develop reporting, correspondences, etc. to facilitate resolutions with internal departments and customers.
• Negotiate with customers to accomplish company cash flow and revenue assurance goals in order to achieve specified quarter- and year-end company goals.
• Minimize future variances through mastering contract knowledge, internal and external operating systems and processes.
• Collaborate with team members and management to develop and deliver Customer presentations to both internal and external audiences.
• Collaborate with management to develop and manage project plans to meet immediate goals and deliver long-term solutions.
• Build and sustain customer relationships through customer service and contract knowledge to facilitate specific contract administration solutions.
• Deliver unparalleled customer service through communication with customers, internal departments, and senior management.
• Research, analyze, and facilitate/process billing where appropriate to ensure contract compliance.

Education/Certifications:

• High school diploma or equivalent
• Bachelor's Degree in Business, Accounting or related field or equivalent experience preferred

Experience/Minimum Requirements:

• Minimum of three (3) or more years of experience in accounting, customer service, financial analysis, and/or contract administration

Expectations:

• Demonstrated mastery in MS Excel (multiple spreadsheets, pivot tables, Vlookups)
• Strong analysis and reporting
• Ability to interpret contracts
• Excellent customer service skills
• Project management abilities
• Strong communication skills including presentation, leadership and negotiation skills
• Independent judgment and creativity applied to resolving contract issues
• Ability to influence professionals with different objectives and/or focus

Organizational Relationship:

Reports to: Manager, Wireless Client Services

Title(s) of direct reports (if applicable): N/A

Where You Will Work: This role falls into our hybrid work model, which is 2-days work from home (Monday and Friday) and 3-days in the office (Tuesday through Thursday) to optimize collaboration, relationship building and key stakeholder engagement and may require some travel as needed.

Your Company Benefits: At Crown Castle, we do our best to ensure you have access to the resources you need to live a healthy and happy life no matter where you are in life. Our benefits are built around your individual needs, covering physical, mental, and financial health and designed to enhance your quality of life. We are proud to offer a full suite of health and wealth benefits for you and your loved ones. Below are a few of the key highlights of the many benefits we provide:

• Comprehensive healthcare plans with highly company subsidized premiums and up to $2,000 annual company contribution to your Health Savings Account (HSA base plan for employee and dependents).
• Market-leading 401(k) plan, which includes up to 10% company contributions through our 5% match and 5% profit sharing program (based on employee contributions).
• New-child leave up to 8 weeks of 100% paid leave upon birth or legal adoption of a new child. Birth mothers are eligible for up to 8 weeks of additional 100% paid medical leave.
• Tuition reimbursement up to $5,250 per year of eligible tuition and fees.
• Crown Castle scholarship program awarding up to $10,000 per recipient each year for eligible dependent children of employees and interns.
• Matching charitable contributions to qualified charitable organizations of up to $1,000 per year per teammate.
• Generous paid time-off for eligible full-time employees (minimum 18 days per year based on years of service).
• 10 company holidays plus 2 floating holiday.
• All offices provide free beverages and snacks.

Compensation: The pay range offered for this position is $30.29 - $41.63 per hour. A candidate's offer is determined by various factors including but not limited to, depth of experience, role-related knowledge and skills, relevant education or training, internal alignment, and work location. Depending on the position offered, the compensation package may also include incentive compensation opportunities in the form of a discretionary annual cash bonus or commissions, and equity incentives.

Additional Information: If you are interested in joining our team, please visit the Crown Castle careers site to apply. We do not accept resumes from agencies, headhunters, or other third-party suppliers who have not signed a formal agreement with us. This position will remain posted until filled.

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

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